Client Success Manager

Job Title: Client Success ManagerDepartment: Integrated Systems SalesSupervisor: Director of Client SuccessJob Purpose: The Client Success Mangers works within the Integrated Systems Sales group reporting directly to the Director of Client Success and indirectly to the commercial sales team to which they are assigned to assist. The Client Success Manager led by the Director of Client Success is the go-to onsite trusted advisor and consultative lead for the Client providing post go-live operational assistance, hyper-care where applicable, and functional operations and systems training. They assist clients to ensure smooth operation of their facility particularly assisting with reducing the learning curve to operate the system after start-up. They assist the commercial sales team to manage and grow relationships with Hy-Tek’s existing Client base. The Client Success Manager tracks the day-to-day performance of the systems and operations, benchmarking the actual performance against the stated design requirements, KPI’s, and ROI of the proposed solution.The Director of Client Success assigns the Client Success Manager once a project is being proposed. This allows the Client Success Manager to begin to understand the solution, acclimate with the commercial sales team, and to begin bonding and building rapport with the Client. The Client Success Manger is responsible for leading, training, supporting, and ensuring the Client has a firm understanding of how to operate the system that has been implemented by Hy-Tek. The Client Success Manager proactively engages with Clients to identify key operational bottlenecks and/or ongoing continuous improvement initiatives at the client’s site. The Manger of Client Success provides oversight to the Client’s onsite team and engages the commercial sales team to assist with the development of new opportunities when appropriate. Essential Duties and Responsibilities: Manage and grow relationships with current ClientsRegularly visit Client sites to understand Clients’ operations; identify opportunities where the company can add value; introduce products, services, and solutionsRespond to all inquiries from users and suppliers.Develop new opportunities within an account by identifying business needs, growth plans, and operational bottlenecksInform and advise key decision makers by recommending integrated solutions to achieve business goals and needsAnticipate Client needs and proactively identify solutions to meet Client’s business objectivesInform Clients of material handling technology trendWork on multiple projects simultaneously, often with assistance from sales, engineering, project management, and client support servicesCollect data that accurately represents Client requirementsAssist with the positioning of concepts to Clients that range from manual to fully automated solutionsFollow up on all proposals and assist with the negotiation and closingWork with our post project support team ensuring after sales service and preventive maintenance plans are aligned with the Client’s needsInterface with the Client and internal teams, as well as Hy-Tek partners and vendors, to ensure the successful delivery of automated solutions that yield the highest level of Client satisfaction.Interface with Clients to understand their operational needs, driving recommendations to solve key bottlenecks pre and post go-liveDevelop an understanding of the Client’s desired solution and track the critical elements of the business case and KPI’s for all assigned projectsAct as the onsite trusted advisor and/or consultative lead for the Client providing post go-live operational assistance, hyper-care, and functional operations and systems trainingServe as the onsite liaison between Hy-Tek and the Client ensuring an unrivaled Client experienceStand-in for team members where needed and appropriateEducate Clients about terminology, features, and benefits of automated solutionsDrive the collection of data and operating KPI’s and metrics for benchmarkingAssist and educate the Client on the day-to-day operation of the implemented systemAnalyze data and the correlations to the desired results and report out to the broader teamEstablish timelines that meet Client expectations by communicating and level setting both Hy-Tek and the Client’s teamsProvide insights and recommendations for supplier/vendor quarterly business reviewsEnsure continual Client satisfaction by identifying and resolving Client concerns in a timely mannerAct as a key contributor during all stages of the proposal phaseAssist the commercial sales team to identify and position solutions that resolve operation challengesAssist in presenting solution-based designs to the Client to win the businessOrganize and assist the team in budgeting concepts, firm pricing, and final designs for proposed solutions identified through continuous improvement initiativesEffectively present solution-based designs to the ClientPresent a professional image to Clients and vendorsPerform other duties as may be assignedKnowledge, Skills and Abilities Preferred: Bachelor’s degree in engineering, supply chain, or related field is preferred.5 + years’ experience in distribution operations, consulting, and/or the material handling industryIndustry knowledge related to engineering, supply chain, consulting, DC operations, and logisticsKnowledgeable in traditional and new technologies in the material handling industry, and how software can be utilized for these technologies to communicate seamlesslyKnowledge of solution-based systems with ROI requirementsCreative, self-motivated, individual who enjoys working in team settings with a focus on integrated solutionsAbility to understand solution-based designs as they relate to operational processesA strong desire to encourage the use of new technologies with the ability to explain benefits to Clients to solve their challengesDemonstrated ability to work with Clients, face-to-face and effective phone skills.Proficient understanding of software infrastructure supporting order fulfillment environments.Ability to learn, adopt, and design new, innovative technologies including mobile robotics, goods-to-person, robotic sortation, and industrial robotics.Possess a Client first mentality to solve challenges.Well-developed verbal / interpersonal skills with strong organizational, problem solving, judgement making, and time management skills.Ability to handle several tasks simultaneously and comfortably in a fast-paced environment.Proficiency in Microsoft Office applications (Project, Visio) and Autodesk Products (AutoCAD, Inventor, Etc.).Ability to work without direct supervision with a high degree of responsibility.Working Conditions: Ability to travel up to 50% or as needed with fluctuation in intensity based on project needsWillingness to work extended hours to support ongoing distribution operationsWorking in office, warehouse, and manufacturing facilities.Working in a stationary position for an extended period.Moving or traversing for an extended period.Occasional ascending and descending scaffolding and/or mezzanines.Operating computers for an extended period.Possible exposure to noise levels exceeding recommended DBA levels.***Job requirements listed indicate the minimum level of knowledge, skills, and/or ability necessary to perform the job proficiently. This job description is not an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform other job-related duties as requested by their supervisor, subject to reasonable accommodation. ***